Solutions

CX Transformation

We help you achieve the business agility and delivery frameworks to engineer the experiences that matter.

At PK, customer experience is the foundation for everything we do. As deep practitioners with a long track record of proven success, we bring an array of techniques to any engagement: North Star alignment; continuous learning; current and future state experience blueprints; team integration; human-centered design; and investment guidance. See for yourself why the world’s most customer-obsessed companies partner with us to accelerate their business outcomes—and keep their customers coming back for more.

True Craftsmanship

  • Understand

    After understanding your brand promise and business KPIs, we go deep into prospect, customer, market, and employee insights to understand your current state journeys.

  • design

    Solutions are explored and assessed for feasibility. At this stage, we may introduce prototype design and testing, support product and tech teams with HLSD, and more as needed.

  • Imagine

    Interviews, workshops, and deep-dive sessions help us co-create the vision of where you will go to drive loyalty, accelerate growth and reduce costs, anchoring on CX and the capabilities needed to realize the vision.

  • Build

    We atomize approved designs and publish detailed functional specifications. Collaborative front-end, back-end, and measurement instrumentation efforts are iterated and completed, as well as QA, UAT, and deployment.

  • Prioritize

    We work with you to build and implement a framework for prioritizing key segments and journeys.

  • Optimize

    We guide you in analyzing performance data, monitoring tests and personalization, and assessing and prioritizing actionable insights. Backlog refinement, feature visioning, testing, and learning insights, and innovation areas all go through the CXA lifecycle anew.

Thought Leadership

CX Transformation

enterprise CX

Find your enterprise CX North Star

Marko Muellner

Managing Director, Head of CX Transformation

CX Transformation

Ten Guiding Principles of Customer Experience

Ten guiding principles for a better customer experience

Marko Muellner

Managing Director, Head of CX Transformation

Digital Engineering

How to adopt Conversational UI for reliable customer experience

How to adopt Conversational UI for a reliable customer experience

Raja Roy

EVP of Digital and Cloud Engineering

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What experience do you need engineered?

Transformation starts here.
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